We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 123440 results
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Decision Reference DRN-3700505
13 Sep 2022 Killik & Co LLP UpheldInvestmentsDRN-3700505 The complaint Mr P complains about the service he received from Killik & Co LLP trading as Killik & Co (Killik) in respect to his Child Trust Fund account (CTF). Mr P is being represented on this complaint by his mother, but for ease of reference, I’ll refer to any subm... (4 pages)View decision -
Decision Reference DRN-3700417
13 Sep 2022 St Andrew's Insurance plc UpheldInsuranceDRN-3700417 The complaint Miss C has complained that St Andrew’s Insurance Plc (St Andrew’s) unfairly declined a claim for storm damage under a home insurance policy. What happened Miss C owned a property she rented out to tenants. The property’s dormer roof came off during a storm. Miss C... (5 pages)View decision -
Decision Reference DRN-3650704
13 Sep 2022 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3650704 The complaint Mr B complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost when he was the victim of a scam. What happened Mr B says that he received a notification from Monzo about an attempted payment for around £1,000 that he hadn’t made. Soon after, Mr B rece... (4 pages)View decision -
Decision Reference DRN-3630653
13 Sep 2022 British Gas Insurance Limited UpheldInsuranceDRN-3630653 The complaint Mr J and Ms S complain about their British Gas Insurance Limited homecare policy. A number of engineer visits were cancelled, and it took over two months for the problem to be fixed after it’d been reported. What happened Mr J and Ms S had a homecare policy with B... (3 pages)View decision -
Decision Reference DRN-3689390
13 Sep 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3689390 The complaint Mr D complains that he was given unsuitable advice by Portal Financial Services LLP (formerly Portafina LLP) to transfer his existing personal pension to a Self-Invested Personal Pension (SIPP) and invest into funds which have since failed. What happened Mr D was ... (5 pages)View decision -
Decision Reference DRN-3328039
13 Sep 2022 Halifax Share Dealing Limited UpheldInvestmentsDRN-3328039 The complaint Mr R complained that Halifax Share Dealing Limited (‘HSDL’) took too long to return his money after its security checks blocked an online request he had made to withdraw funds. He was also unhappy about delays he experienced trying to sort things out on the phone ... (3 pages)View decision -
Decision Reference DRN-3602865
13 Sep 2022 Admiral Insurance Company Limited UpheldInsuranceDRN-3602865 The complaint Miss A has complained that Admiral Insurance Company Limited or its repair management agents failed to provide her with a courtesy car under her motor policy following an accident. What happened Miss A was involved in a road traffic accident where her car was dama... (2 pages)View decision -
Decision Reference DRN-3700346
13 Sep 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3700346 The complaint O complains about the delay with HSBC returning the money held in its account after it was closed. What happened O held an account with HSBC. HSBC closed O’s account in 2019 and sent a cheque in the name of O for the money which was left in it. As O didn’t have an... (3 pages)View decision -
Decision Reference DRN-1908222
13 Sep 2022 Capital One (Europe) plc UpheldBanking and PaymentsDRN-1908222 The complaint Mr P’s unhappy that Capital One (Europe) Bank plc (Capital One) haven’t removed incorrect information from his credit file despite being asked to. I sent Mr P and Capital one a provisional decision on 29 May 2020 to explain why I thought Mr P’s complaint should be... (3 pages)View decision -
Decision Reference DRN-3699641
13 Sep 2022 NewDay Ltd UpheldBanking and PaymentsDRN-3699641 The complaint Mrs S complains that NewDay Ltd lent to her irresponsibly. She says the lending was unaffordable for her. What happened Mrs S took out a credit card with NewDay, branded as ‘Aqua’, in April 2018. It had an initial credit limit of £450. In September 2018, Mrs S to... (3 pages)View decision
